Case Study: Southern Fulfillment achieves greater productivity and lower costs with EarthLink Business Hosted Contact Center

EarthLink’s Hosted Contact Center helps citrus gift company squeeze out more productivity and cost

Southern Fulfillment, which handles orders for Hale Groves and Pittman & Davis, needed to scale its contact center for highly seasonal call volumes without overspending. Its aging phone system lacked the capabilities needed to improve routing, queue management, and customer experience, especially during the holiday surge. EarthLink Business provided the Hosted Contact Center and Hosted Voice services to address these challenges.

With EarthLink Business, Southern Fulfillment implemented a fully integrated, scalable contact center and phone solution with no upfront equipment investment. The results included better call routing, less abandonment, improved first-call resolution, and a 15-second reduction in average call length, helping reduce expected peak-season staffing needs. Southern Fulfillment also gained stronger analytics and reporting, enabling more efficient operations year-round.

Southern Fulfillment

Mike Lore

Contact Center Manager Southern Fulfillment